Assessment of patient satisfaction with orthodontic services provided in medical organizations of various forms of ownership

Abstract

The study of expectations and satisfaction with the quality of orthodontic care provided to children in public and private dental organizations. The study was conducted at the clinical bases of the Borovsky Institute of Dentistry of the Sechenov First Moscow State Medical University, Vladimirsky Moscow Regional Research Clinical Institute, Videntis LLC in the period from January to April 2022. An anonymous questionnaire was developed for the study: "Questionnaire for patients to assess the quality and conditions of orthodontic medical services in a medical organization". All data are processed using the statistical software SPSS v. 20. According to respondents, the quality of service in both public and private dental organizations depends on the material and technical equipment of the medical organization, the attitude of medical personnel, the duration of treatment and the qualifications of orthodontists. Satisfaction of orthodontic care in public dental organizations corresponded to a high level in 73.4% of cases, an average level of 15.6% of cases, a low level in 11.0% of cases; in private dental organizations, a high level was noted in 98.8% of cases, an average level in 1.2% of cases, a low level in 0% of cases (in private dental organizations, not a single respondent noted the quality of services provided as low). Among the main reasons for dissatisfaction with the service of patients, the lack of diagnostic equipment, the unfriendly attitude of the secondary medical and administrative staff, as well as the duration of treatment should be highlighted. A sociological survey to assess patient satisfaction is a tool for determining the effectiveness of any medical organization, while the assessment of the quality of service of respondents depends on the material and technical equipment of the dental organization, the attitude of medical personnel, the duration of treatment and the qualifications of orthodontists. In this regard, it is very important to apply this method of satisfaction assessment when providing high-quality orthodontic care to children both in public and private dental organizations in order to improve the quality of service in a dental medical organization.